News
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Turning inbound calls into profitable customer relationships
News Article Tue 19 Feb 2008 13:27
Many companies are missing a valuable opportunity to turn inbound customer interactions into profitable customer relationships.
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Offshoring Call Centres: For or Against?
News Article Fri 15 Feb 2008 13:04
If your organisation has sent your call centres abroad — or plan on doing so to contain costs — how can you ensure your call centre operations maintain a level of service consistent with your brand and message?
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The future of customer service
News Article Fri 15 Feb 2008 11:15
Mobile technology is changing the way consumers search for answers.
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New survey uncovers inconsistent local government targets
News Article Tue 12 Feb 2008 07:50
Inconsistent local government contact centre service level targets, study reveals.
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Gas Firms Urged on Customer Care
News Article Tue 5 Feb 2008 11:59
Citizens Advice has called on utility companies to improve their customer service after a report found many companies were failing consumers in this area.
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UK Banks: poor online customer services, study reveals
News Article Mon 4 Feb 2008 16:08
A new study of 52 leading European financial services companies reveals poor levels of online customer service provided by UK banks and building societies.
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Monitoring the Quality Monitors
News Article Fri 1 Feb 2008 10:47
What you need to know about quality management and liability recording solutions.
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2008 Contact Centre Challenges
News Article Fri 1 Feb 2008 10:26
In the next five to 10 years, contact centres will become one of the most important revenue-generating departments.
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TUPE could leave workers empty handed
News Article Mon 14 Jan 2008 12:02
TUPE can catch global transfers, but British workers could be left jobless.
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Speech Self-Service a Top Priority in 2008
News Article Thu 10 Jan 2008 11:11
Companies are beginning to see the technology as an essential part of customer service strategy.
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UK Call Centre Market Grows 3% in 2007
News Article Mon 7 Jan 2008 12:34
Market and Business Development report says number of call centres in the UK is believed to have increased to 6255.
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Five offshore outsourcing predictions for 2008
News Article Tue 1 Jan 2008 11:25
Plenty of change lies ahead in the area of offshore outsourcing, which has evolved from a little-used practice to a mature industry in less than 10 years. Here are five predictions for offshore outsourcing in 2008...